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Hello, thank you for your question. My name is XXXXX XXXXX I can assist you with your question.
They agreed to you having flood protection when you spoke with them to arrange the policy?
Okay - and then the docs arriving was the first you knew they'd turned you down for flooding etc?
Well, they can't do that. If you agreed with the new insurer that flooding would be covered, they can't change their mind afterwards. Did you pay for the policy before the policy docs arrived?
But you had agreed to the policy before they arrived?
Then I would encourage you to make a formal complaint to them immediately and ask for their final written response.
Once you have that, if they don't agree still to cover you for flooding, then you can make a complaint to the financial ombudsman service, who can force them to grant cover.
Do you know about the ombudsman?
have heard of them but not sure what to do
okay, have a look at this:
You can make a complaint once you have asked the insurer for their final response.
He will investigate your complaint in an independent and impartial way.
He does not bind you (you can still sue the insurer later if you want) but he does bind the insurer. In other words, you can't lose by complaining to him.
thank you so much. you have been very helpful
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